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Random Episode will not play through the Web App

kaitengirikaitengiri Members Posts: 11 ✭✭
in Plex Web App

Trying to watch a series from my server, I get to episode 8, and it just grinds to a halt. Tried clearing my cache, tried restarting both my computer and the server, tried deleting the video and reuploading it, tried it on a different computer and on a different browser then both, and it refused to play.

When I play the video itself, it's fine. Plex can play episode 7 and episode 9 with no problems, and episode 8 was not captured in a different way or method than those two.

To rub even more salt into the wound, episode 8 loads perfectly fine on a friend's roku. This is driving me insane. Any ideas? Any necessary info?

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Answers

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    On which type of server device is the file hosted?

    Have you instructed Plex to Analyze the file again? (Wait a few minutes afterwards).

    Please post the Plex XML info of the video.

  • kaitengirikaitengiri Members Posts: 11 ✭✭
    edited June 19

    It is an Ubuntu Server 17.04.

    Yes, but it did not work.

    Here is the XML Data

        This XML file does not appear to have any style information associated with it. The document tree is shown below.
          <MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="2" librarySectionTitle="TV Shows" librarySectionUUID="2e9defab-8c3a-4af9-836f-a176b70cee5c" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1492033170"><Video ratingKey="1290" key="/library/metadata/1290" skipParent="1" parentRatingKey="1263" grandparentRatingKey="1262" guid="com.plexapp.agents.thetvdb://81935/1/8?lang=en" librarySectionID="2" librarySectionKey="/library/sections/2" type="episode" title="Revival Omen" grandparentKey="/library/metadata/1262" parentKey="/library/metadata/1263" grandparentTitle="Akagi" parentTitle="Season 1" contentRating="TV-MA" summary="6 years ....agi." index="8" parentIndex="1" year="2005" thumb="/library/metadata/1290/thumb/1497762610" art="/library/metadata/1262/art/1497762497" parentThumb="/library/metadata/1263/thumb/1497762497" grandparentThumb="/library/metadata/1262/thumb/1497762497" grandparentArt="/library/metadata/1262/art/1497762497" duration="1210008" originallyAvailableAt="2005-11-23" addedAt="1497762484" updatedAt="1497762610" chapterSource="media"><Media videoResolution="576" id="1321" duration="1210008" bitrate="765" width="720" height="480" aspectRatio="1.66" audioChannels="2" audioCodec="ac3" videoCodec="h264" container="mkv" videoFrameRate="NTSC" videoProfile="high 10"><Part accessible="1" exists="1" id="1633" key="/library/parts/1633/1497738843/file.mkv" duration="1210008" file="/home/Media/TV Shows/Akagi/[Taedium]_Akagi_-_08_[480p_DVD][Hi10p_H264_AC3][CDC04867].mkv" size="115743517" container="mkv" videoProfile="high 10"><Stream id="4722" streamType="1" default="1" codec="h264" index="0" bitrate="445" language="日本語" languageCode="jpn" anamorphic="1" bitDepth="10" chromaSubsampling="4:2:0" frameRate="29.970" hasScalingMatrix="0" height="480" level="40" pixelAspectRatio="8:9" profile="high 10" refFrames="16" scanType="progressive" title="H264" width="720"/><Stream id="4723" streamType="2" selected="1" default="1" codec="ac3" index="1" channels="2" bitrate="320" language="日本語" languageCode="jpn" audioChannelLayout="stereo" samplingRate="48000" title="AC3"/><Stream id="4724" streamType="3" selected="1" default="1" codec="ass" index="2" language="English" languageCode="eng" title="ASS"/></Part></Media><Extras size="0">
    </Extras></Video></MediaContainer>
  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    Please check the working episodes if theses have also a profile="high 10" in their mediainfo.

    This video should trigger a transcoding in any case.
    The video engine of browsers cannot handle 10 bit color
    and most browsers also cannot handle AC3 audio.

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    I checked the videos before and after it, and both have profile="high 10" in it, and both episodes still play perfectly fine.

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    open a second web browser window/tab with the Now Playing page
    can you see whether the episode will be played Directly or Transcoded?
    How are the other episodes played? Transcoded or not?

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    I did as you said. Clicked on Episode 8, and it is Buffering, and Transcoding. It's transcoding the video from H264 to H264 (no change), and the Audio AC3 to AAC
    Episode 9 and 7 say the same thing and still play, except they say "Playing" or "Paused", appropriately.

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja
    1. activate debug logging (not 'verbose'!)
    2. quit Plex Server
    3. wait 1 minute
    4. start Plex Server
    5. wait 2 minutes
    6. activcate debug logging in the ATV
    7. play the problematic movie
    8. wait 3 minutes
    9. fetch log files and attach them here
  • kaitengirikaitengiri Members Posts: 11 ✭✭

    Looks like I was smart and had it already active on this server. So I'm going to attach the raw Zip. I haven't played anything other than Episode 7-9 of this show (Akagi)

    I do not have an Apple TV, and the instructions seem to indicate that I need to attach one to my computer somehow to enable ATV debugging, so I could not complete that step. Apologies if I got confused somewhere.

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja
    edited June 19

    @kaitengiri said:
    Apologies if I got confused somewhere.

    I have to apologize. I am the one who got confused. :disappointed:

    Have you previously tried to make an 'optimized version' of this episode?

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    I think I might have accidentally clicked on that at some point, but on the same hand, I also deleted the episode and reloaded it after that point, I believe. Should I try to make it optimized?

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    Go to
    Settings - Server - Optimized Versions
    and look if this episode is still listed there. If it is, remove it from there.

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    I found it was still there and removed it. However, it is still not loading.

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    Start the Analysis again, please.

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    Says it analyzed, but is still not playing.

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    I guess it's time to get my hands on the file for recreating the issue.
    Are you OK with sending me a link (per PM of course)?

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    I'm fine with that, but I don't have the server available to remote, just local. Is that fine?

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja
    edited June 19

    @kaitengiri said:
    I'm fine with that, but I don't have the server available to remote, just local. Is that fine?

    I don't want to look at your server I just need the media file.
    If you could upload it to GDrive or similar.

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    Alrighty, I have it uploaded. Will send a private message with the link.

  • OttoKernerOttoKerner Members, Plex Pass, Plex Ninja Posts: 22,167 Plex Ninja

    Hm, I just tested this one in Firefox.
    It plays with or without subtitles.
    Which OS are you running Firefox on?

  • kaitengirikaitengiri Members Posts: 11 ✭✭

    Tried it on my Windows 7 machine and my Ubuntu Machine in both Firefox and Chrome.

    It's the damndest thing, right? As far as I can tell, there's nothing wrong with the video, it's just for some reason, my plex server doesn't want to play that episode in my web browser.

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